Listen deeper to sell better. Discovery and listening expert, speaker & trainer. My methodology is based on 2,700+ B2B customer interviews. boblondon.co
In honor of Gainsight Pulse week, it's a great time to look at the 3 things every CSM needs to understand about their customers. Here they are: 1) Their priorities 2) Their company's priorities 3) How they perceive your solution Because when you don’t understand this: → You can’t position your product correctly → You can’t identify if a customer is about to churn → You can’t save a customer about to churn → You can’t upsell or cross sell → You can’t get them to show up to your meetings It all starts with more strategic conversations with your customers. It’s why clients of mine have saved 5 figure customers from churning. And identified and closed 5-figure upsell opportunities. It’s why they’ve found that everything they thought about their customers was wrong. It’s why they found insights that led to huge growth opportunities. It’s why they now have deep relationships with their customers. It’s why they now have customers that actually want to come to their meetings. If you’re not getting enough of the above… your customers are not the problem. The problem is that you’re not having enough strategic convos. p.s. If you’re a CSM, click the link in the comments to see how I help you solve that problem.
How they perceive your solution is key. Are you a nice to have or a must have? And then what are CSMs doing to make sure they continually share the value and performance of what you do. Thanks for the insights!
Listen deeper to sell better. Discovery and listening expert, speaker & trainer. My methodology is based on 2,700+ B2B customer interviews. boblondon.co
5moStart having more strategic customer convos that reveal hidden opportunities for revenue - or risk: www.boblondon.co/course